Horizon Contact
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    The cloud contact centre platform from Gamma

    Simplify customer engagement with Gamma’s Horizon Contact, a feature-rich solution built for contact centres with under 100 seats. 

    Discover Horizon Contact
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    Benefits of Horizon Contact

    • Extensive reporting
      A comprehensive reporting tool that offers multiple reports across all channels.
    • Access from anywhere
      100% cloud-based and using WebRTC so agents have the same experience wherever they have internet access.
    • Quick and scalable
      Best suited for contact centres with up to 100 seats and includes the option to add licences at any time so your contact centre can grow with your business.
    • CRM integration
      Includes a fully integrated CRM solution, allowing you to manage customer interactions within a single database. Also integrates with Salesforce and Microsoft Dynamics, with other CRM integrations coming soon.
    • Guaranteed Service Availability
      Built using best-in-class Gamma architecture that delivers at least a 99.99% uptime SLA. Utilizing four Gamma data centres means the loss of any single site won’t impact your ability to help customers.

    Find out more about Gamma

    Check out the other Gamma products available through Route 101

    Gamma Horizon

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    Clear, concise, and consistent user experience

    • Agent Interface
      Easy-to-use agent interface that allows agents to view all the queues that they have access to and take calls using the Horizon Contact portal.
    • Supervisor Interface
      Full agent functionality plus options for managing all agent users. Within the portal, the supervisor’s main screen shows live data for both the queues and the agents they manage.
    • Admin interface
      Uses its own web interface to provide information and management control to authenticated administrators who can customise their contact centre features and functionality.
    • Wallboard
      Interaction classifications are logged and analysed for display via the wallboard and for inclusion in regular reports.
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    Smart ways of working with Omnichannel

    • Voice channel

      Comprehensive voice features that allow agents to make and receive calls as well as manage current and historical communication with customers.

    • Email channel

      Use POP3, SMTP and IMAP protocols to connect to email servers allowing you to use existing email services. Multiple email addresses can be configured, and then assigned to different queues.

    • Webchat

      Use simple tools to embed code into your website and connect your sales leads to the most skilled agent.  Ensure high agent productivity by serving webchat conversations between calls, or agents can work on multiple chats at the same time.

    • Call back

      Horizon Contact can be set up to assess a caller’s position in the queue, announce the estimated wait time and offer them the option of a call back when the wait time is long. Selected time slots can also be offered to provide more flexibility.

    • Advanced Queue Management

      Manage and queue customer interactions within the contact centre environment. Prioritise them into VIP queues to improve first-contact resolution.

    • Call recording

      Choose to record inbound, outbound or internal calls for customer service, training or audit purposes.

    • Skills-based routing

      Automatically route calls to the most qualified agent, improving levels of customer experience and first-call resolution.

    • Management reporting

      Enable multiple report creation to view and create reports with this comprehensive built-in feature.

    • Wallboards and live data

      Easily to make wallboards that show live data from the minute an agent handles a call, email or web chat providing useful information for performance review.

    Flexible licenses

    With Horizon Contact, there are three types of contact centre user licences:

    Administrator – Administrator licences can be applied to any Horizon user. They can manage back-end functionality, such as queues and interaction flow design, but cannot receive calls or manage agents.

    Agent – Agents can view all the queues that they have been given access to view as well as set their status and indicate if they are available to handle new inbound requests.

    Supervisor – The Supervisor user has full agent functionality but can also manage all agent users.

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    Simplified customer engagement

    A consistent high-quality omnichannel solution through Horizon Contact.

    An easy-to-use interface that gives agents a master view of customer communication across all channels, ensuring a seamless experience.

    Supports inbound and outbound voice channels, web chat and email, allowing you to customise Horizon Contact to meet your business needs.

    Request a free, no obligation discovery call today

    Speak to our team today to find out more about Horizon Contact.

    Discover Horizon Contact

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    Bristol (HQ)

    Route 101 Ltd.
    The Conifers, Filton Rd
    Hambrook
    Bristol BS16 1QG

    +44 (0) 3330 110 400
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